Support Issues

What is the best way to get Zoho support? I submitted two different support requests (and left voice messages) last week that were critical to not only the usability of my application but the roll out of the application (which has now been delayed by a week with no solution or timeline in sight). All I get are "we're working on it" emails but no solutions? These issues are still not resolved. Is this typical of Zoho support? It doesn't seem like they place much of a priority on their customer service or that their platform works consistently. The support seems severely lacking. Does anyone have experience with a product similar to Zoho that doesn't have this level of issues and actually has customer support? I really do like Zoho for the ease of use in setting up applications. However, it has to work correctly, or the ease of use means nothing.